Hello and welcome to Just Answer. My name is XXXXX XXXXX I will be assisting you today. By mouse on the screen and nothing else, do you see the desktop background? Do you see the taskbar at the bottom (minus the start menu?)

Customer:

hi thanks, XXXXX XXXXX see the little white arrow and all black screen

Wes :

okay, shut the computer off (press and hold the power button until it turns off). Then turn it back on. Keep doing this until the startup repair utility starts

Wes :

you should only have to do it a couple, maybe three times at most.

Customer:

nope nothing comes up

Wes :

try turning the computer off, then hold F8 and turn it on... still holding F8

Customer:

that showed more but went black after, keep holding it?

Customer:

black again

Wes :

okay try holding down CTRL along with ALT then hit the delete key

Customer:

no mouse arrow

Wes :

does anything come up?

Customer:

nothing happens

Wes :

Okay, hold on a minute I'm trying to bring windows 8 up on a virtual machine to see if I can get a similar problem

Wes :

can you give me the full model number of your laptop?

Customer:

model: SVE151G11L

Wes :

okay, try restarting and hold the delete key

Wes :

see if it goes into bios or setup

Customer:

it has a blue screen now , saying recovery

Customer:

see advanced options

Customer:

or

Customer:

restart my pc

Wes :

okay, did you have anything important on the computer yet?

Customer:

yes, lots of pictures and email etc

Wes :

okay, restart my PC and try holding the F2 key

Customer:

went black again

Customer:

still holding

Customer:

but nothing yet

Wes :

It would have done it right away, you can let go

Customer:

ok

Wes :

In their infinite wisdom, microsoft basically made Windows 8, much harder to fix (because it's supposed to "fix itself". So I'm still digging into what we can do to fix this

Customer:

i now started it and it says scanning and repairing drive (C:)

Customer:

40% complete

Customer:

lets see

Customer:

not a fan of the new style at all, to high tech for my taste

Wes :

Yeah, I'm not a fan of it yet either... too hard to get around.

Customer:

42%

Customer:

100%

Customer:

preparing automatic repair

Wes :

There we go... the trick is to get it to go into that automatic repair

Customer:

still thinking

Customer:

ok nothing now

Customer:

black screen again

Wes :

black screen again? Or did it reboot?

Customer:

i ll just wait?

Customer:

black screen

Wes :

Is there a hard disk light on your computer?

Customer:

blinking orange

Wes :

okay, let's just wait a little bit

Customer:

ok

Wes :

while we're waiting can you give me the model number again?

Customer:

model: SVE151G11L

Wes :

okay, I want you to turn the computer of, turn it on and immediately begin tapping the F2 key about once every quarter to half second

Customer:

ok

Wes :

if you get the same black screen, turn it off again and try tapping F1..... if that doesn't work try F11, then F12, then F10. What we're trying to do is find the Boot menu key or the BIOS key.

Wes :

I haven't been able to locate any information on which key it is on your system

Customer:

i hold the power down also as i hit the other keys?

Wes :

I also can't seem to find any listing for a SVE151G11L can you look on the underside of the computer and see if there is a different SVE number there? Most of the SVE models I see are SVE1511xxxx

Wes :

Turn the power on then immediately start tapping the key, don't hold it

Customer:

by f12 it goes into the recovery screen

Wes :

okay, we don't want that, so reboot again

Customer:

product name:SVE15127CXS

Wes :

there we go

Wes :

did you try all of those keys at startup?

Customer:

yes several times , only got the recovery screen

Wes :

okay try the rest of the Function keys if you haven't already... the sony documentation isn't very helpful

Customer:

ok

Customer:

f3 also recovery screen

Wes :

what does the F3 one say, anything different?

Customer:

same

Customer:

f4 nothing

Customer:

f5 nothing

Customer:

f6 recovery screen again

Customer:

go to advanced repair options or restart pc

Wes :

that's it

Wes :

go to advanced repair options

Wes :

Was that F6 that you hit?

Customer:

yes

Wes :

Okay remember that key

Wes :

okay what are your options

Customer:

it went there also on f10 now

Wes :

ok

Customer:

options: 1 = continue (exit and continue to windows 8)

Customer:

2= use a device

Customer:

3 = troubleshoot

Wes :

3

Customer:

options are 1= refresh your pc

Customer:

2= reset your pc

Customer:

3 = recovery and maintenance

Wes :

select 1... then read what will happen

Wes :

if that sounds okay with you, proceed and hit next

Wes :

if it doesn't hit the back arrow and we will try something else

Customer:

ok

Wes :

let me know if you're going to do the refresh

Customer:

lets see, its refreshing

Customer:

1%

Customer:

10%

Wes :

while we're waiting, is there an "assist" button on the computer?

Customer:

yes

Customer:

little red button next to WEB and VAIO

Wes :

okay, don't push any of them.

Customer:

ok

Customer:

16%

Wes :

I was just talking to a Sony rep and they said to get into Bios you would turn the computer off, then press that, and then F2.

Customer:

ok we need to do that?

Wes :

no

Customer:

20%

Wes :

Okay it'll be a little bit yet then

Customer:

yes looks like it , 27%

Customer:

time to fix a beverage

Customer:

45%

Wes :

What time is it there?

Customer:

NYC 1024pm

Wes :

okay I am available until ~11 your time

Wes :

I'm hoping this will fix it, if it doesn't we can resume sometime tomorrow and keep working on it

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